Customer Support Tech Lead (Position Based in El Salvador)
costa rica, Costa Rica
Full Time
Mid Level
About AlphaPoint:
AlphaPoint is a financial technology company powering digital asset exchanges and brokerages worldwide.
Through its secure, scalable, and customizable white-label digital asset trading platform, AlphaPoint has
enabled over 150 customers in 35 countries to launch and operate digital asset markets, as well as digitize
assets. AlphaPoint and its award-winning blockchain technology have helped startups and institutions
discover and execute their blockchain strategies since 2013.
Position Profile:
Customer Tech Support Team Lead plays an important role within the customer tech support Team by
overseeing the activities of the customer support engineers and contributing to both the strategic and
operational aspects of customer service. This role involves managing a skilled team to ensure that
customers receive exceptional support and experience with the company's products or services. Open to
candidates from Latin America region. Position based in El Salvador.
Responsibilities:
● Regularly monitor and evaluate the performance of the customer support team by analyzing metrics such as response times, resolution times, customer satisfaction scores, and support tickets handled.
● Act as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other departments to coordinate solutions and ensure customer issues are resolved promptly.
● Continuously assess and improve customer support processes to increase efficiency and effectiveness. This may include developing and implementing new procedures, updating existing workflows, and adopting new technologies.
● Interact directly with customers to provide support and gather feedback. This helps in understanding customer needs and improving service quality.
● Create detailed reports and analyses on customer support activities, team performance, and customer feedback. These insights aid in identifying trends, solving problems, and planning resources.
● Ensure the team maintains up-to-date and accurate documentation of common issues, solutions, and best practices in a knowledge base accessible to both the team and customers.
● Training, and mentoring customer tech support engineers to ensure they possess the necessary skills and knowledge to manage customer queries effectively. The team lead also conducts performance reviews and provides ongoing feedback.
,
Required skills
● 5+ years’ experience in customer service focusing on software products and services, experience of working in a service provider environment
● Leadership skills are essential to guide, support, and oversee the development of team members.
● Excellent verbal and written communication skills are crucial for clearly conveying information to both the team and customers, as well as for resolving conflicts and escalating issues as needed.
● An aptitude for quickly identifying the root cause of an issue and implementing effective solutions.
● Customer Orientation to provide high-quality support and maintain customer satisfaction.
● Familiarity with the company’s products or services, as well as the ability to troubleshoot and resolve technical issues, is important.
● Strong organizational skills and the ability to prioritize tasks effectively help maintain efficiency and ensure that customer support operations run smoothly.
● Passionate about Fin Technology, particularly relating to Cryptocurrency, Defi, Blockchain
Tools and technologies
● Must be proficient in various tools and technologies to manage support operations effectively. Some
essential tools include:
● Competitive salary
● Relocation package provided
● Unlimited PTO
● Computer equipment and workplace furniture to suit your needs
● Great colleagues and an inspiring startup environment with colleagues internationally
● $2500/year for learning and development
*Benefits may differ depending on the location of hire.
*Note: Please submit your resume in English Interview
AlphaPoint is a financial technology company powering digital asset exchanges and brokerages worldwide.
Through its secure, scalable, and customizable white-label digital asset trading platform, AlphaPoint has
enabled over 150 customers in 35 countries to launch and operate digital asset markets, as well as digitize
assets. AlphaPoint and its award-winning blockchain technology have helped startups and institutions
discover and execute their blockchain strategies since 2013.
Position Profile:
Customer Tech Support Team Lead plays an important role within the customer tech support Team by
overseeing the activities of the customer support engineers and contributing to both the strategic and
operational aspects of customer service. This role involves managing a skilled team to ensure that
customers receive exceptional support and experience with the company's products or services. Open to
candidates from Latin America region. Position based in El Salvador.
Responsibilities:
● Regularly monitor and evaluate the performance of the customer support team by analyzing metrics such as response times, resolution times, customer satisfaction scores, and support tickets handled.
● Act as the point of contact for complex and escalated customer issues that team members cannot resolve. This involves interfacing with other departments to coordinate solutions and ensure customer issues are resolved promptly.
● Continuously assess and improve customer support processes to increase efficiency and effectiveness. This may include developing and implementing new procedures, updating existing workflows, and adopting new technologies.
● Interact directly with customers to provide support and gather feedback. This helps in understanding customer needs and improving service quality.
● Create detailed reports and analyses on customer support activities, team performance, and customer feedback. These insights aid in identifying trends, solving problems, and planning resources.
● Ensure the team maintains up-to-date and accurate documentation of common issues, solutions, and best practices in a knowledge base accessible to both the team and customers.
● Training, and mentoring customer tech support engineers to ensure they possess the necessary skills and knowledge to manage customer queries effectively. The team lead also conducts performance reviews and provides ongoing feedback.
,
Required skills
● 5+ years’ experience in customer service focusing on software products and services, experience of working in a service provider environment
● Leadership skills are essential to guide, support, and oversee the development of team members.
● Excellent verbal and written communication skills are crucial for clearly conveying information to both the team and customers, as well as for resolving conflicts and escalating issues as needed.
● An aptitude for quickly identifying the root cause of an issue and implementing effective solutions.
● Customer Orientation to provide high-quality support and maintain customer satisfaction.
● Familiarity with the company’s products or services, as well as the ability to troubleshoot and resolve technical issues, is important.
● Strong organizational skills and the ability to prioritize tasks effectively help maintain efficiency and ensure that customer support operations run smoothly.
● Passionate about Fin Technology, particularly relating to Cryptocurrency, Defi, Blockchain
Tools and technologies
● Must be proficient in various tools and technologies to manage support operations effectively. Some
essential tools include:
- Software, Tools & Platforms: SOA, SOAP, XML, JSON, Messaging, Restful architecture, Mobile platforms including iOS, Android apps
- Communication Tools: Solutions like Slack, Google Meets, and Zoom are vital for the team communication and collaboration, as well as for directly interacting with customers.
- Analytics Platforms: Utilizing platforms such as Google Analytics, Tableau, New Relic, Loki, Grafana, or Power BI aids in monitoring and analyzing performance metrics and customer feedback.
- Project Management Tools: Software like Jira facilitate task assignment, progress tracking, and team coordination on various projects and initiatives.
● Competitive salary
● Relocation package provided
● Unlimited PTO
● Computer equipment and workplace furniture to suit your needs
● Great colleagues and an inspiring startup environment with colleagues internationally
● $2500/year for learning and development
*Benefits may differ depending on the location of hire.
*Note: Please submit your resume in English Interview
Apply for this position
Required*